The player from Germany faced a delay in receiving a payout of €976 from NV.Casino, despite having received confirmation of transfer completion. After several inquiries, customer service did not provide payment proofs and cited a 72-hour deadline, causing the player to question the transparency of the transaction. The Complaints Team set a timer for an additional 7 days for the casino to process the payment, allowing up to two weeks for the bank transfer to arrive. The player eventually marked the complaint as resolved, indicating that the issue had been addressed satisfactorily.
NV Casino - Player has delayed withdrawal process.
Amount: €967
NV Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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3 weeks ago
Translation
I am contacting you because I have been waiting for a payout of €976 from the online casino [NV.Casino / License number: 8048/JAZ2016-064] for several days.
I submitted the withdrawal request as usual and received confirmation that the transfer had been completed on Monday, [insert date here].
However, the amount has not yet been credited to my account.
Despite repeated inquiries to customer service, I was not provided with any payment receipt (e.g., MT103, SEPA proof). Support simply refers to a 72-hour deadline and refuses to contact the finance department before this time has elapsed – even though the transfer has supposedly already been made.
In my opinion, this does not seem transparent and raises doubts as to whether the payment was even initiated.
I therefore ask you to examine this case and support me in enforcing my claim.
Best regards
[Your first and last name]
Email: [your email address]
Casino username:
Transaction ID: cd8b656a-338d-4b67-91ff-27114ecb0871
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Head of Complaint Resolution Center
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3 weeks ago
Dear Marie19091996,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay in receiving your withdrawal and the lack of clarity from customer support.
To better understand and proceed with your case, could you please clarify the following:
- What exact date did you submit your withdrawal request, and when did you receive confirmation that the transfer had been completed?
- What payment method did you use for the withdrawal (e.g., bank transfer, credit card, e-wallet)?
- Has this payment method been used successfully for withdrawals at this casino in the past?
- Have you checked with your bank to confirm whether any incoming transactions are pending or have been blocked?
- Could you forward any communication you’ve had with the casino regarding this issue, including the confirmation message or email you received about the completed transfer?
You can send any relevant documents or screenshots to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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3 weeks ago
Translation
The withdrawal request was submitted on June 9th. Attached you'll find the email and a screenshot showing that the amount was supposedly paid out. (The promised time was 72 hours, which has now passed, and I can't see any receipt of payment!)
I chose bank transfer for the withdrawal. I haven't made any other withdrawals in the past.
I haven't asked the bank anything yet, since the casino doesn't give you any information other than to keep waiting.
I sent you another email with a few attachments.
Best regards
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Sensitive attachment
3 weeks ago
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I'm still being put off... I've written to customer support several times now, but they always say I have to wait... I don't think they're actually processing it at all, and I'll never see the money ??
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3 weeks ago
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I really hope you can help me and I'll still get my money! ??
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3 weeks ago
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And still no proper answer. I've been waiting for 2 days for MV Casino to send me a payment receipt and I keep getting put off!! ??
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3 weeks ago
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And I'm still being put off… they tell me I should wait until the finance department finally sends me proof of payment. But this has already taken more than 144 hours… do they think I'll ever see the money? I'm starting to lose faith in that anymore ??
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Head of Complaint Resolution Center
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2 weeks ago
Hello,
I’m sorry to hear about the stress this delayed withdrawal is causing you — I completely understand how worrying this can feel.
Please don’t panic and try to remain patient for a little longer. Based on our experience, bank transfer withdrawals from online casinos can sometimes take up to two weeks to arrive in your account, depending on the payment provider, your bank’s processing times, and weekends or bank holidays.
I fully understand your frustration, Marie19091996. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.
Thank you in advance for your patience.
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2 weeks ago
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Okay then I will wait until next Monday… I am curious to see if anything happens
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2 weeks ago
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Update June 19, 2025: The supposedly transferred payout from June 9 was suddenly credited back to my player account – meaning it was never actually transferred, despite repeated statements to the contrary from support. I have now requested the payout again and am requesting complete proof of payment.
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1 week ago
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Updated June 23, 2025
The money still hasn't arrived. I made my first withdrawal on June 4th. On June 9th, I received a message that the money had been successfully paid out. Then on June 19th, the payment was suddenly canceled, even though it had already been paid out. How does that work?
I then requested the payout again and still haven't heard anything and haven't received the money...
It's been 3 weeks now that I've been waiting... I'm really angry
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Head of Complaint Resolution Center
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Marie19091996,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petronela
